Agent Intelligence for Customer Service Management

Use the default Agent Intelligence records as templates to create Customer Service Management-specific solutions.

Solution definitions

These solution definitions are available as templates on instances where both Agent Intelligence and Customer Service Management are active. Create your own solution definition records to customize the behavior.

Table 1. Solution Definitions for Customer Service Management
Solution Definition Description
CSM Case Assignment Predicts the Assignment group field from the Short description.
CSM Case Categorization Predicts the Category field from the Short description.
CSM Case Prioritization Predicts the Priority field from the Short description.

Business rules

These business rules are available on instances where both Agent Intelligence and Customer Service Management are active. Create your own business rules on the Case [sn_customerservice_case] table to customize prediction and reporting behaviors.

Table 2. Business rules for Customer Service Management
Business rule Table Description
Default Case Based Prediction Case [sn_customerservice_case] Generates prediction results from the active Customer Service Management solutions. Shows prediction results when a Case record is inserted. Only updates the output field with a predicted value if it has not been previously set to a value that is different from the default value.
Update Prediction Results Case [sn_customerservice_case] Updates the solution precision and coverage statistics. Runs when a case record is closed.
If your instance is running on KingstonPatch 7 or earlier:
  • Use the Default Case Based Prediction business rule template to create a new business rule. This rule includes a Solution variable that gets all active solutions retrieved by the findActiveSolution(solutionName) method
  • In a domain-separated environment, such as an MSP environment, change this business rule to call the solution definitions specific to the domain of the case. Detailed instructions are provided in commented code that is delivered in Kingston Patch 8.
  • This business rule uses the applyPredictionForSolution() method to predict unless the default value is explicitly overwritten by a user or a script.
Note: If you plan to upgrade to Kingston Patch 8,deactivate your copies of the Default Case Based Prediction business rule before following the instructions below for Patch 8.
If your instance is running on Kingston Patch 8 and beyond:
  • Use the Default Case Based Prediction business rule template to create a new business rule. This rule includes a Solution variable that gets all active solutions retrieved by the findActiveSolution(solutionName) method.
  • In a global domain environment, use the new solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule.
  • In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization.
  • The business rule template calls the applyPredictionForSolution() method to predict regardless of any changes to the default value.

You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas.